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MNA1161 Customer Service Chapter 5
Terms in this set (25)
An active, learned process consisting of four phases: receiving/hearing the message, attending, comprehending/assigning meaning, and responding.
A passive physiological process of gathering sounds waves and transmitting them to the brain for analysis. It is the first phase of the listening process.
The phase of the listening process in which a listener focuses attention on a specific sound or message being received from the environment.
Comprehending or Assigning Meaning
The phase of the listening process in which the brain attempts to match and receive a sound or message with other information stored in the brain in order to recognize or extract meeting from it.
The ability to gain, store, retain, and recall information in the brain for later application. Short term memory stores small bits of information (seven items, plus, or minus two) for approximately 20 seconds while long term memory can store much larger quantities of information for potentially unlimited duration.
A process that occurs in thinking when a previously experienced pattern, event, process, image, or object that is stored in memory is encountered again.
Refers to sending back verbal and nonverbal messages to a message originator.
Individual factors that can limit performance or success in life. Examples are disabilities, lack of Education, attitude, and biases.
Beliefs or opinions that a person has about an individual or group. Often based on unreasonable distortions or prejudice.
Refers two mental factors that can cause a shift in focus in interacting with others. Examples are state of health and personal issues.
The physiological 24-hour cycle associated with the Earth's rotation that affects metabolic and sleep patterns in humans as day replaces night.
Employee Assistance Program (EAP)
Benefit package offered to an employee by many organizations that provides services to help employees deal with personal issues that might adversely affect their work performance (e.g., legal, financial, behavioral, family, and mental health counseling services).
The rate at which the human brain processes information.
The term applied to the difference in the rate at which the human brain can receive and process information and at which most adult speak.
The difference in the speed at which the brain can comprehend communication and the speed at which the average adult speaks in the United States.
Service provider projections made about underlined customer message meanings based on past experiences.
Factors outside an organization or the sphere of one's influence that can cause challenges in delivering service.
Refers to having too many messages coming together and causing confusion, frustration, or an inability to act.
Descriptive term that identifies categories of human behavior identified by a behavioral researchers. Many of the models used to group behaviors date back to those identified by Carl Jung.
The process of righting a wrong or correcting something that has not gone as promised involving provision of a product or service to a customer. The concept involves not only replacing defective products, but I also going the extra step of providing compensation for the customers inconvenience.
In communication, this relates to ensuring that verbal messages sent match or are in agreement with the number bull cues used.
Typically start with words like who, when, what, how, and why, and are used to engage others in conversation or to gain input and ideas.
Motivators or drivers that cause customers to seek out specific types of product or services. These may be marketing-driven by advertising they have seen or may tie directly to Dr. Abraham Maslow's hierarchy of needed theory.
Reasons given by customers for not wanting to purchase a product or service during an interaction with a salesperson or service provider (e.g., "I don't need one," "I can't afford it," or "I already have one").
Inquiries the typically start with a verb; solicit short one syllable answers (e.g., yes, no, one word, or number); and can be used for such purposes as clarifying, verifying information already given, controlling conversation, or affirming something.
Sets found in the same folder
MNA1161 Customer Service Chapter 2
MNA1161 Customer Service Chapter 1
MNA1161 Customer Service Chapter 3
MNA1161 Customer Service Chapter 4
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